One of the most pressing questions for buyers is what they need to do if the package is stuck at some stage of tracking (that is, tracking statuses do not change for a long time). In this note, we will talk about the reasons why parcels can get stuck. And we will give advice on what actions can be taken if the parcel does not move anywhere.

Why does the tracking status take a long time to change?

First of all, I would like to reassure everyone and say that in a situation where the tracking status does not change, this does not mean at all that the package is not going to you.

1. The track number of the parcel is tracked only until the border is passed.
The most common reason for a package to hang up is that it was sent in a budget way. And will only be tracked to the country of the recipient. After passing the border, the track number will not be read. Such tracks do not meet the standards of postal services (for example, track numbers consisting of numbers). Many buyers do not know about this and when tracking they see that the parcel has reached the border and the information is not updated further. As a result, it seems to them that their order is not moving any further, but in fact it has been going through the territory of the recipient's country for a long time.

It's also worth noting that some low cost shipping methods only have a couple of tracking statuses. In which it is said that the parcel was accepted by mail and sent further. This completes the tracking of this track.

2. The package goes through the import process.
It is believed that the export-import process is one of the longest stages in the movement of a parcel. In some seasons, packages may hang for 1-2 months at the sorting center before the shipment is registered with your country's post office and a new tracking status appears. This can be due both to the fact that the parcel goes through sorting centers with a large load and outdated equipment, or to seasonal congestion (during sales). And also with banal bad luck, when your parcel gets into the far corner of the temporary storage warehouse and waits for its turn to be registered.

3. Delays in updating package tracking databases.

Another reason why parcel statuses are not updated is delays in updating the tracking database. Sometimes the buyer may receive his order before new information about the movement of the parcel appears. It is especially famous for this

4. Loss and theft of the parcel.

This option is quite rare. There are practically no situations when a parcel disappears without a trace. Often the buyer gets at least an empty box.

What should I do if the package freezes?

If your parcel has started to be tracked, then for any reason it hangs, you will have to wait. At least until it expires. But in reality, it’s better to open a dispute for the reason “Order protection is expiring, but the package is still on the way” a few days before the buyer protection timer ends. Since if you open a dispute quite early and aggravate it, then the Aliexpress mediators, first of all, seeing that the track number was tracked, will be asked to wait for the parcel. Since they are interested in the fact that the deal still took place. And you still have to wait for the goods, only with an open dispute.

It should be noted that mediators are more willing to accept disputes if the protection timer is almost over, but rather it was previously extended and the period expires again. It makes no sense to open a dispute ahead of schedule if the goods were actually sent by the seller and the track number was tracked.

In any case, wherever your package hangs, patiently wait for it, periodically looking at the buyer protection timer and tracking the track number. To exclude the option of moving and receiving a parcel sent to the wrong address.

If the track number has stopped updating on the territory of your country, and you are interested in receiving the parcel, and not just in returning the money, then you can apply

Have a question? Write it in the comments or contact the chat

Many stayed for new year holidays without gifts ordered in foreign online stores. The sellers attributed this to the new customs clearance rules, which the Federal Customs Service refuted. Representatives of customs and postal services commented, in connection with which the parcels did not arrive on time in fact.

Holiday without gifts

Goods ordered on Chinese websites back in November and December did not reach many Russian recipients at the beginning of 2017.

In early January, the Chinese Internet site AliExpress, in general, temporarily suspended the express shipment of goods through the Russian logistics company SPSR. In the official message of the store, this was due to problems with customs clearance at the border. “Due to a failure in the customs clearance system for commercial express shipments by the Federal Customs Service (FCS) of Russia, it is currently impossible to properly clear customs clearance of shipments to Russia,” the letter was quoted as saying. TASS.

Information appeared on the websites of online stores and express delivery services that now the customs office requests not only the first page of the passport of the recipient of the international postal item (IGO), but pages with registration.

“In order to reduce the risks when releasing foreign shipments from customs from January 2, 2017, copies of the recipients' passports on paper are also requested on an individual basis for the procedure for customs clearance of parcels. To maintain the announced delivery times, you can provide copies by contacting the call center operators SPSR Express, or wait for a call from specialists, ”the message on the website of the express delivery company said on January 6.

Then, information appeared on the website of the Federal Customs Service that the agency was conducting selective control, affecting less than 1% of all goods, but in general, the customs clearance rules had not changed.

As the press service of the Siberian Customs Administration (STU) reported in turn, the district department does not participate in random checks of express cargo, therefore, parcels sent by transport-forwarding companies and courier delivery services go through customs control through other customs departments. As of January 9, 2017, there are no clusters of parcels at the Siberian customs.

“As practice shows, the term for issuing one item does not exceed 1-2 minutes, with the exception of items for which additional forms customs control within the framework of the risk management system," the STU press service said.

In addition, in order to avoid the accumulation of parcels, problematic issues are resolved by the customs authorities together with representatives of the Federal State Unitary Enterprise "Russian Post" online. But in general, as stated, delivery by Russian Post is carried out according to the previous scheme.

During 2016, Tolmachevo MMPO registered 19.6 million postal items, which is almost four times the number of mail items processed in 2015.

During November-December 2016, Tolmachevo MMPO processed about 6 million international mail items. In the period from January 1 to January 8, 2017 - more than 1 million.

Photo: departure track to the recipient in Novosibirsk

Small packet problem

As the press service of the Siberian branch of the Russian Post assured, the company complies with the delivery time of international mail. "Post of Russia" is responsible for the delivery of MPO only within the territory Russian Federation after the completion of customs clearance, therefore, as the mail message says, the delay in delivery to the territory of foreign countries is due to the work of the postal services of these states. How parcels from China are checked

“A fairly large volume of online orders from China comes in simple (unregistered) small packages, for which it is impossible to determine the date of arrival on the territory of the Russian Federation and track their passage in the postal network,” the press service also reports.

"Russian Post" advises to draw up a custom order for the delivery of a postal item. This will allow customers, firstly, to track the passage of the package along the entire route from the moment it is received by the Chinese side to the moment it arrives at the post office, and, secondly, it will significantly reduce delivery times.

According to the pr-manager of the logistics company V.I.G. Trans Elena Filina, the most common reason for violation of the delivery time is the delay of the cargo by the customs service. Such delays can occur either due to incorrect completion of customs documentation, or due to the absence of part of the accompanying documents. The second important reason may be an incorrectly compiled route. Here the responsibility lies entirely with transport company, whose specialists were engaged in the development of the route.

“We should not rule out force majeure circumstances. These are the deterioration or a sharp change in weather and climatic conditions, breakdown vehicle And so on. In order for the cargo to be delivered on time, trust the delivery to experienced carriers with recommended customer reviews,” Filina said.

“To date, the majority of parcel losses, according to the Association of e-commerce companies, are attributable to Chinese logistics operators. It is they who are constantly trying to reduce the cost of delivery of goods by reducing its quality and guaranteeing the safety of the goods,” said Alexander Logunov, GR director of AKIT.

According to him, the delivery of parcels from abroad will significantly accelerate after the Russian Post introduces rules for accepting exclusively registered parcel traffic, this will speed up the delivery process by 3-4 times. This may happen in the spring of 2017.

"Besides, customs clearance also accounts for a significant part of the time spent on the delivery of the parcel. When sellers can automatically transmit information about the contents and senders of parcels, this time will be significantly reduced,” Logunov said.

Representatives of customs and postal services note that parcels from Chinese sites may be delayed at other times of the year, but the number of such shipments on New Year's Eve is much higher than usual, which means that the number of possible delays increases at least proportionally. As far as AliExpress is concerned, the interlocutors advise in case of such precedents to open a dispute with the seller and return the money.

“Parcels hung at customs are again going to the addressees. You will be able to choose delivery by express services with tomorrow”, AliExpress tweeted on Wednesday.

SPSR Express also stated on its website that after the holidays, the procedure for customs clearance of foreign shipments is carried out in the same operating mode.

Everyone who once made an order for Aliexpress knows how difficult it is shipping way from china to the buyer. Especially if it's an international package.

But the reasons for all sorts of delays and problems in the movement of a parcel with goods can be different. This is an incorrectly specified address of the recipient, this is not a correctly registered track number, as well as delays in the work of delivery and postal services.

I want to pay attention to the most common problems that arise during the delivery of orders from Aliexpress, so that shipping way from china turned out to be not so difficult.

• First, it is important to dwell on how to correctly fill in the recipient's address. In his personal account on the Aliexpress website you will find this section with the appropriate fields to fill out.

  The fields are filled in Latin letters. In strict sequence: first name, last name; country, region; the address; city; state, province, district; postcode; recipient's contact number.

  After that, you need to confirm the entered data by pressing the button. Moreover, the details of the recipient of the parcel can be edited, deleted or added an additional postal address at any time. Very simple and convenient.

• Secondly, after placing an order, contact the seller and confirm with him the track number that he indicated to you. Sometimes it happens that the seller, for one reason or another, indicates the wrong tracking number, as a result of which problems arise in the future.
• Thirdly, the buyer must take into account the date of registration of his order. If it matches with public holidays in China, as well as in Russia, then you need to be prepared that the delivery time will be extended in accordance with the number of days off.

Parcel path from China: possible problems

I will list a number of other points that you need to know about when ordering on the Internet.

• Shipping Service: China post Air Mail, Hongkong Post, Singapore Post(for free shipping); EMS, DHL, Fedex (paid Express delivery) and some other services offered with separate orders - ITELLA, TNT and others.

  Free services, as a rule, deliver parcels later than courier ones (from 1 to 2 months) and always to the post office at the place of residence you specified.

  Paid services deliver your parcel directly to your home address and, depending on the region, the waiting time is from 4 to 20 days. When placing an order with free shipping, you will receive a notice at your home address, with which you need to come to your post office, not forgetting to grab your passport.

  If the parcel is delivered by a courier, you also need to present your passport and sign the receipt of the parcel.

• Russian Post deserves special attention. On its official website, you can also use the tracking system in Russia. The system tracks both parcels and small packages up to 2 kg. Despite all the efforts of employees to optimize inner work services, cases of delays in parcels are not uncommon, regardless of the status indicated in the tracking system.
  

  The grandson decided to send a 5-year-old cognac to his grandfather in the village, so he bought a 3-year-old and sent it by Russian Post

• Customs Service. It is known that imported goods are customs cleared differently depending on the category: catalog goods, international shipment, express delivery goods. If you fit into the duty-free standard (let me remind you, weighing up to 31 kg per month and the amount is not more than 1,000 Euros), then there will be no problems.

  For declaration, it is now necessary to present: a copy of the passport with registration, an order form and a photo of the goods, the original bank statement indicating the online store as the payee, a copy of the bank card.

• Documentation. Each parcel must be accompanied by a bill of lading showing the names, addresses and telephone numbers of the sender and recipient, listing the contents and indicating the declared value.
• Return of parcels. Theoretically, there are the following options your actions if you want to return the parcel: paid (at your expense) shipment with a new track number and registration of the refusal of the parcel and its return to the specified address of the Chinese sender with the same track number.

  In practice, everything is completely individual and is resolved through opening a dispute and negotiating with the seller. Sometimes it is easier to claim partial compensation without shipping the goods. The main thing is to open a dispute in time and correctly indicate the reason, claims, as well as necessary requirements. After all, the return of the parcel is paid by the buyer, and this cost may exceed the cost of the product itself. You can read about how to open a dispute correctly in my next article.

On the other hand, your parcel can be automatically returned to the sender (at his expense) if it is not received at the post office. Shelf life international shipments is 1 month. Therefore, consider this if, for example, you cannot come to the post office immediately after receiving the notice. I note, by the way, that you can send instead of yourself to receive the parcel of your legal representative.

On December 7, the Federal Customs Service of Russia introduced new rules for processing parcels from foreign online stores. The problems started immediately.

Now, to receive the parcel, you will need to specify the TIN and links to the purchased goods. In social networks, users complain about parcels stuck at customs, and in delivery services they say that until the FCS signs an addition to the order on the list of those to whom it acts, the parcels will remain in a “hanging” state.

Delivery services have already sent warnings to their users that when shopping in foreign online stores, along with passport data, it is necessary to indicate the TIN (the requirement applies only to Russian citizens) and links to the pages of the online store with a description of each product. This innovation will not affect parcels, the delivery of which from the sender to the recipient is made through the Russian Post.

Anastasia Solopeko writes on Facebook that her order from the English online store, issued on November 29, has been “hanging” at customs since December 1, and only by calling the delivery company did she find out that now the parcel cannot be received without a TIN.

“So if you ordered something and this “something” is not coming to you, call and sort it out. For some reason, they themselves do not send messages demanding to fill out the customs form again,” she warns.

The Boxberry delivery service told the BBC Russian Service that the parcels would remain in a “hanging” state until the FCS signed an addition to the order on the list of services for which it applies.
When asked when it will be signed, COO Yaroslav Polishchuk found it difficult to answer. “We have no understanding, they don’t tell us anything,” he said.
Polishchuk said that about 25-28 thousand Boxberry orders are now at customs without a TIN. “It piled up in three days,” he says.

The Russian service of the BBC failed to promptly contact the FCS with the question of when the additions would be signed - the telephones of the press service were unavailable all day.

At the same time, DPD services in Russia and SPSR Express have no delays with parcels from foreign online stores, the head of department told the BBC Russian Service international transport Evgeny Privalov.
The Pony Express delivery service reported that on December 4 they began to notify customers about the need to provide a TIN, so they received a “rather high response”. The company found it difficult to provide exact data on the “stuck” parcels.

Experiment for seven months
Letters from delivery services say that new data is needed to "confirm the declared value of the goods." Operators refer to the order of the Federal Customs Service of November 24. Requirements apply only to orders individuals for personal use.
The press service of the Federal Customs Service told Kommersant that the TIN and references to goods are needed to determine their value and weight, as well as to reduce the risk of importing goods to nominees. So the customs will check the excess of the duty-free threshold. Now it is no more than 1000 euros and 31 kg per month.
The Russian service of the BBC was unable to find the order published by the FCS. A copy of it was posted on its website by the Boxberry delivery service.

According to the document, innovations will be valid until July 1, 2018, the initiative is called "experiment".

It follows from the text of the order that this experiment is being introduced to strengthen control over the reliability of the documents provided in the customs declaration. The order establishes the need for the FCS's main anti-smuggling department to conduct a quarterly analysis of passport data. Information about invalid passports must be transferred to the analytical department of the customs service.

So, no matter how sad it may sound, "we stock up on popcorn" ...

08.12.2017 20:15:43 / 68769

To track your package, you need to follow a few simple steps.
1. Go to the main page
2. Enter the track code in the field with the heading "Track the postal item"
3. Click on the "Track package" button located to the right of the field.
4. After a few seconds, the tracking result will be displayed.
5. Study the result, and especially carefully the last status.
6. Estimated delivery period, displayed in the track code information.

Try it, it's not hard ;)

If you do not understand the movements between postal companies, click on the link with the text "Group by companies", which is located under the tracking statuses.

If there are any difficulties with the statuses on English language, click on the link with the text "Translate to Russian", which is located under the tracking statuses.

Carefully read the "Track code information" block, where you will find estimated delivery times and other useful information.

If, when tracking, a block is displayed in a red frame, with the heading "Pay Attention!", Carefully read everything that is written in it.

In these information blocks, you will find 90% of the answers to all your questions.

If in the block "Pay Attention!" it is written that the track code is not tracked in the country of destination, in this case tracking parcels becomes impossible after the parcel is sent to the country of destination / after arriving at the Moscow Distribution Center / Item Arrived at Pulkovo / Arrived at Pulkovo / Left Luxembourg / Left Helsinki / Sending to the Russian Federation or after a long pause of 1 - 2 weeks, it is impossible to track the location of the parcel. No, and nowhere. Not at all =)
In this case, you need to wait for a notification from your post office.

To calculate delivery times in Russia (for example, after export, from Moscow to your city), use the "Delivery deadlines calculator"

If the seller promised that the parcel would arrive in two weeks, and the parcel travels for more than two weeks, this is normal, the sellers are interested in sales, and therefore they are misleading.

If less than 7 - 14 days have passed since the receipt of the track code, and the package is not tracked, or the seller claims that he sent the package, and the status of the package " the item pre-advised" / "E-mail notification received" does not change for several days, this is normal, you can read more by clicking on the link: .

If the status of the mail item does not change for 7 - 20 days, do not worry, this is normal for international mail.

If your previous orders arrived in 2-3 weeks, and the new package takes more than a month, this is normal, because. parcels go by different routes, in different ways, they can wait for dispatch by plane for 1 day, or maybe a week.

If the package is out of sorting center, there are no customs, an intermediate point and new statuses within 7 - 20 days, do not worry, the parcel is not a courier who carries a parcel from one city to your home. In order for a new status to appear, the parcel must arrive, unload, be scanned, etc. at the next sorting point or post office, and this takes much more time than just getting from one city to another.

If you do not understand the meaning of such statuses as Acceptance / Export / Import / Arrived at the place of delivery, etc., you can see the transcript of the main statuses of international mail:

If the parcel is not delivered to your post office 5 days before the end of the protection period, you have the right to open a dispute.

If, based on the above, you did not understand anything, read this instruction again, and again, until complete enlightenment;)

AT this moment in China and around the world, the coronavirus is actively spreading, for this reason, air exchange and delivery are severely limited parcels are coming slower than usual, but as of March 1, 2020, mail exchanges with none of the countries are (completely) suspended.

Do not worry if the status of the mailing / order does not change for 1-2 weeks and is in the state:

• Treatment
• Awaiting shipment
• Sent to destination country
• Export / Export international mail
• Import / Import international mail

If the package has already been shipped and is on its way, it will most likely be delivered.
While the protection is in effect, wait and don't worry, if the order is not in a hurry, you can even extend the protection period.
Keep track of the order protection counter, and if the package has not arrived within the time specified in the order details, extend the protection period or open a dispute.

P.S. Do you have anything to add to this section? Write to [email protected] website

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The closer New Year, the less New Year's mood the Russians have. One of the reasons for this is the unprecedented collapse in the work of delivery services: people have not been able to receive long-awaited parcels for a week now. By the way, the editors of Life also faced a similar problem.

It is interesting that for all deprived buyers, problems begin at the same stage: when the goods arrive in Russia. Even if in China only 2-3 days have passed from the moment of ordering to the moment of delivery to the airport, you can not count on a quick receipt of goods already paid for.

Moreover, even tracking your parcel becomes impossible: all specialized sites indicate that the goods have left customs. At this point, the departure path is interrupted, and Network users can only guess in which month their long-awaited gifts will arrive (and whether they will arrive at all).

Apparently, the Russian Post is not even aware of the collapse that has occurred. In the press service of the company, when asked by Life about problems with delivery, they answered that all international shipments arrive on time.

All logistics facilities of the Russian Post are operating normally. Information about massive delays in international shipments is not true, representatives of the institution said.

However, the subsequent statement of the press service suggests that the employees of the Russian Post are simply mocking poor citizens who have not been able to receive their gifts for several weeks.

The modernization of postal logistics, the development of electronic data exchange and joint actions with the Federal Customs Service of Russia in preparation for the season make it possible to process international shipments as soon as possible. At the same time for 4 recent years the volume of international shipments increased more than 10 times - from 21.7 million in 2012 to 230 million pieces (forecast) in 2016, representatives of the postal service responsibly declare. If under short terms they understand the weeks of waiting, then, of course, there are no questions for them.

Also, employees of the state company suggested dissatisfied customers apply for hotline, call a special tracker and find out if the package has reached the checkpoint or not yet. When Life called the provided number, the Russian Post employees apologized several times and confirmed that in our case the deadlines for delivery had been violated.

"Your shipment has passed all customs operations and has been handed over for shipment to its destination. Estimated shipping time is two days. That is, your shipment should have arrived at the post office no later than December 14, ”said the postal employee. Meanwhile, it was already December 23 in the yard, and the gifts were stuck somewhere between Vnukovo and the local post office 11 days ago.

Representatives of the company advised to personally come to the post office and find out the fate of their package. If the worst fears are confirmed, it will be possible tofile a claim for violation of the delivery deadlines. To do this, you will need to bring your passport and a copy of the receipt confirming the departure with you to the office (you must first request it from a foreign seller).

Does not notice serious problems and the head of Aliexpress in Russia, Mark Zavadsky. Top manager Chinese company I am sure that Russian Post, like other partners, works flawlessly.

We don't see any anomalies. In any case, our sales peak is not in December, but in November, when we celebrate our traditional shopping festival on 11.11. Therefore, for us, the peak season is already almost over, and passed successfully: all our partners have withstood the obligations that they made to us in terms of delivery times. Therefore, we do not see any problems in our country, - Zavadsky explained to Life. Apparently, after all, not all partners fulfill their obligations.

The Central Customs Administration of Russia (CTU) said that the problem with the delivery of international shipments had nothing to do with the work of customs. According to Ekaterina Anchiforova, head of the public relations department, Russian Post simply does not have time to work out its own database due to the huge number of items.

Sometimes it happens that they (postal employees. - Approx. Life) simply do not have time to process their entire shaft of international shipments and thereby slow down the process, filling in the tracking that it (the parcel. - Approx. Life) has been handed over to customs or is at customs,” says Anchiforova.

However, the information that the parcel has been at customs for a long time is far from always true: there is no specially designated warehouse for storing MPS at the customs post.

100% of international mail is x-rayed. Further, provided that no items prohibited for shipment have been identified, we immediately return them to the Russian Post. We do not have our own storage facilities, so that somewhere it is all defended, stored and so on, - Anchiforova assured.

Also, representatives of the CTU provided Life with processing statistics from The largest customs unit in Russia is the International Post Office, through which up to 80% of all international shipments for Russians pass daily.

According to Anchiforova, this December, the unit handles up to 600,000 small packages weighing up to 2 kg per day - almost twice as many as compared to the same period last year (up to 320,000 items in December 2015). Compared to the usual, flat period on New Year's Eve, the number of shipments increased by about 40%.

Probably, the Russian Post was not ready for such an increase in international shipments. Therefore, buyers can only hope that their package is not lost. Otherwise, they will have to fill out numerous pieces of paper and stand in a long line to return the money for the missing trinkets.